Customer Experience and Sales Learning Specialist

NHS

  • Oxford
  • £48,000 per year
  • Permanent
  • Full-time
  • 1 month ago
The Customer Experience & Marketing team at Barchester Healthcare have an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. The role involves working remotely with frequent visits to London and national travel to deliver training face-to-face. The successful candidates will be responsible for the effective delivery of learning solutions across Barchester Healthcare that drive high levels of occupancy through the conversion of those looking for a care home, and those on a current short stay to convert to permanent residency.Main duties of the jobAs a Sales and Customer Experience Learning Specialist, you will be responsible for understanding the current working practices and results for enquiries/sales, immersing yourself into the enquiry to admission journey. You will become fully versed with elements of Customer Experience & Resident Experience including Life Enrichment and the Customer Journey, identifying missed opportunities. You will also be responsible for identifying key conversion points in the enquirer's journey and building training to maximize conversion rates, utilizing customer insight to direct actions. Additionally, you will complete training needs analysis to identify gaps and propose programmes driving commercial performance, as well as work to provide a suite of training materials aligned to Learning and Development and Barchester brand tone of voice. You will support the design of structured/formal learning to deliver Occupancy Improvement and Customer Experience improvement both technical and skill-based, and work with a digital-first approach while offering a blended approach to training delivery.About usBarchester Healthcare is a leading provider of care homes and healthcare services in the United Kingdom. The company operates over 200 care homes and employs thousands of dedicated professionals to provide high-quality care to their residents. Barchester Healthcare is committed to delivering exceptional customer experience and strives to continuously improve their services through innovative training and development programmes.DetailsDate posted28 July 2025Pay schemeOtherSalary£48,000 a yearContractPermanentWorking patternFull-time, Part-timeReference number1351562072Job locationsBarchester HealthcareOxfordOX1 5DEJob descriptionJob responsibilitiesThe Customer Experience & Marketing team have an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. Working remotely with frequent visits to London, and national travel to deliver training face to face.We are looking for candidates who thrive on building strong consultative working relationships and rapport with others. Great opportunity for a passionate and self-motivated sales individual who is keen to work in house and focus on driving the Barchester brand standards. , Your role is the affective delivery of learning solutions across Barchester Healthcare that drive high levels of occupancy through the conversion of those looking for a care home, and those on a current short stay to convert to permanent residency.Required skills and experience:Demonstrable growth in commercial success as a result of learning interventions Previous experience of working as a Learning and Development specialist, with a specialism of sales and conversion A sound understanding of best-in-class sales and customer experience practice & standards in a fast-paced environment across multiple customer facing channels. Possess a full UK driving licence and have ability to undertake regular travel across the UK with possible overnight stays Have an understanding of customer experience design and change implementationRole and responsibilities:Understand the current working practices & results for enquiries/sales, immersing yourself into our enquiry to admission journey Become fully versed with elements of Customer Experience & Resident Experience including Life Enrichment and the Customer Journey, identifying missed opportunities Identify key conversion points in our enquirer's journey and build training to maximise conversion rates, utilising customer insight to direct actions. Complete training needs analysis to identify gaps & propose programmes driving commercial performance Work to provide a suite of training materials aligned to Learning and Development and Barchester brand tone of voice Support the design of structured/formal learning to deliver Occupancy Improvement and Customer Experience improvement both technical and skill based. Support a digital first approach but offer a blended approach to training delivery working with the operators to understand best delivery method and fit Be available to travel nationally where learning is required where face to face is the best fit Ensure you create learning environments with the right tools & systems in place for effective learning Prepare for all training to ensure the quality of the delivery is of a high standard Implement training modules into the Barchester Learning and Development platform and future HRIS including testing/pilots Ensure we have resources and material hosted in Customer Experience and Learning and Development that support current and future leaders in relation to sales and occupancy success Provide ongoing coaching support to leaders on a one-to-one basis where requiredRewards package:£48,000 per annum Generous car allowance of £6.5k Annual bonus 25 days holiday plus bank holidays Life cover Access to a wide range of retail and leisure discounts at big brands and supermarket Free access to medical specialists, who are available for a second opinion if you need it to make a decision with confidence Confidential and free access to counselling and legal servicesJob descriptionJob responsibilitiesThe Customer Experience & Marketing team have an exciting opportunity for two Sales and Customer Experience Learning Specialists to join the team. Working remotely with frequent visits to London, and national travel to deliver training face to face.We are looking for candidates who thrive on building strong consultative working relationships and rapport with others. Great opportunity for a passionate and self-motivated sales individual who is keen to work in house and focus on driving the Barchester brand standards. , Your role is the affective delivery of learning solutions across Barchester Healthcare that drive high levels of occupancy through the conversion of those looking for a care home, and those on a current short stay to convert to permanent residency.Required skills and experience:Demonstrable growth in commercial success as a result of learning interventions Previous experience of working as a Learning and Development specialist, with a specialism of sales and conversion A sound understanding of best-in-class sales and customer experience practice & standards in a fast-paced environment across multiple customer facing channels. Possess a full UK driving licence and have ability to undertake regular travel across the UK with possible overnight stays Have an understanding of customer experience design and change implementationRole and responsibilities:Understand the current working practices & results for enquiries/sales, immersing yourself into our enquiry to admission journey Become fully versed with elements of Customer Experience & Resident Experience including Life Enrichment and the Customer Journey, identifying missed opportunities Identify key conversion points in our enquirer's journey and build training to maximise conversion rates, utilising customer insight to direct actions. Complete training needs analysis to identify gaps & propose programmes driving commercial performance Work to provide a suite of training materials aligned to Learning and Development and Barchester brand tone of voice Support the design of structured/formal learning to deliver Occupancy Improvement and Customer Experience improvement both technical and skill based. Support a digital first approach but offer a blended approach to training delivery working with the operators to understand best delivery method and fit Be available to travel nationally where learning is required where face to face is the best fit Ensure you create learning environments with the right tools & systems in place for effective learning Prepare for all training to ensure the quality of the delivery is of a high standard Implement training modules into the Barchester Learning and Development platform and future HRIS including testing/pilots Ensure we have resources and material hosted in Customer Experience and Learning and Development that support current and future leaders in relation to sales and occupancy success Provide ongoing coaching support to leaders on a one-to-one basis where requiredRewards package:£48,000 per annum Generous car allowance of £6.5k Annual bonus 25 days holiday plus bank holidays Life cover Access to a wide range of retail and leisure discounts at big brands and supermarket Free access to medical specialists, who are available for a second opinion if you need it to make a decision with confidence Confidential and free access to counselling and legal servicesPerson SpecificationQualificationsEssential
  • The successful candidate should have demonstrable growth in commercial success as a result of learning interventions, previous experience of working as a Learning and Development specialist with a specialism in sales and conversion, and a sound understanding of best-in-class sales and customer experience practice & standards in a fast-paced environment across multiple customer-facing channels. They should also possess a full UK driving licence and have the ability to undertake regular travel across the UK with possible overnight stays, as well as an understanding of customer experience design and change implementation.
Person SpecificationQualificationsEssential
  • The successful candidate should have demonstrable growth in commercial success as a result of learning interventions, previous experience of working as a Learning and Development specialist with a specialism in sales and conversion, and a sound understanding of best-in-class sales and customer experience practice & standards in a fast-paced environment across multiple customer-facing channels. They should also possess a full UK driving licence and have the ability to undertake regular travel across the UK with possible overnight stays, as well as an understanding of customer experience design and change implementation.

NHS